SOP-driven customer support agent configuration for tone, policy, and escalation consistency

Train Fin to support your customers—just like your best agent.

Fin Guidance lets you train Fin to speak in your brand’s voice, follow your policies, and handle conversations the way you want—using simple, natural-language instructions.

This means faster resolution times, more consistent support quality, and a better customer experience.

You can set clear rules for what Fin should say and do, from using the right content and terminology to escalating sensitive issues.

Built-in reporting shows how well Fin is following your guidance, with AI-powered suggestions to help you fine-tune responses over time.

I wanted to test a simple idea: what if you architected an AI support agent the same way? Give it a training manual instead of a workflow tree. Give it Google Search instead of a RAG pipeline. And use a single multimodal model so you don’t need separate systems for voice, text, and vision.

I built Cortado for the Gemini Live Agent Challenge to explore what that looks like in practice.

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